We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 401363 results
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Decision Reference DRN-5902757
23 Oct 2025 Unum Ltd UpheldInsuranceDRN-5902757 The complaint Mr L is unhappy that Unum Limited stopped paying the benefit under a group income protection insurance policy, following a successful claim. What happened Mr L has the benefit of a group income protection insurance policy (‘the policy’). Subject to the remaini... (5 pages)View decision -
Decision Reference DRN-5757188
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5757188 The complaint Mr C complains that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the funds he lost when he fell victim to a scam. What happened The investigator set out the facts in detail so I will only summarise them here. Mr C says that a business contact introduced him to an... (3 pages)View decision -
Decision Reference DRN-5793449
23 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5793449 The complaint Mr J complains that Admiral Insurance (Gibraltar) Limited (Admiral) increased the premium for his motor insurance policy because it said he had made a misrepresentation when he renewed the policy. What happened Mr J renewed his policy with Admiral in October 20... (4 pages)View decision -
Decision Reference DRN-5894274
23 Oct 2025 Chubb European Group SE Not upheldInsuranceDRN-5894274 The complaint Mr M and Ms O have complained that Chubb European Group SE (trading as Chubb) declined a claim they made on a travel insurance policy. They have been represented by a third party in making this complaint, however, for ease, I will mostly just be referring to M... (2 pages)View decision -
Decision Reference DRN-5757160
23 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5757160 The complaint Mr C complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds he lost when he fell victim to a scam. What happened The investigator set out the facts in detail so I will only summarise them here. Mr C holds a business account with HSBC. Mr C says that... (3 pages)View decision -
Decision Reference DRN-5738046
23 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5738046 The complaint Mr O has complained that Aviva Insurance Limited (Aviva) unfairly declined his claim under a block insurance policy. References to Aviva include companies acting on its behalf. What happened Mr O made a claim when water entered his garage. Aviva assessed the ... (3 pages)View decision -
Decision Reference DRN-5758829
23 Oct 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5758829 The complaint Miss C complains that Telefonica UK Limited, trading as O2, didn’t do enough to check that she could afford the five different fixed-sum loan agreements it provided her. What happened Miss C was given five fixed-sum loans between December 2020 and October 2021... (3 pages)View decision -
Decision Reference DRN-5773033
23 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5773033 The complaint Mr F complains that Monzo Bank Ltd closed his account without providing a proper explanation. What happened Mr F had a current account with Monzo, which he used to pay for everyday expenses. In late 2024, Mr F contacted Monzo and raised a dispute regarding no... (3 pages)View decision -
Decision Reference DRN-5878741
23 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5878741 The complaint Mrs S complaints that Intact Insurance UK Limited (“Intact”) unfairly declined a claim she made under her home insurance policy. Mrs S is represented in this complaint by Mr S, who has been the main point of contact during the claim and complaint process. Wha... (3 pages)View decision -
Decision Reference DRN-5874479
23 Oct 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5874479 The complaint Mr S complains about the administration of his Marks & Spencer Financial Services Plc credit card. What happened In August 2025, Mr S contacted M&S about a transaction on his credit card which he wanted to dispute; he was unhappy with the length of tim... (2 pages)View decision